IBM Case Manager Mobile Version Users' Guide IBM SC

Transcription

1 IBM Case Manager Mobile Version Users' Guide IBM SC

2 This edition applies to version of IBM Case Manager Mobile (product number 5725-W63) and to all subsequent releases and modifications until otherwise indicated in new editions. Copyright IBM and Future Workshops 2015, All rights reserved.

3 IBM Case Manager Mobile: User Guide Welcome Welcome to the IBM Case Manager Mobile documentation, where you can find information about how to install, administer, and use IBM Case Manager Mobile. Versions (24 June 2016) Overview IBM Case Manager Mobile is a mobile app that enables you to access and complete your work when away from your office or desk. IBM Case Manager Mobile is compatible with the Apple ios platform on both iphone and ipad and with the Google Android platform on Android smartphone devices. Before deploying IBM Case Manager Mobile in production, you must have a licensed version of IBM Case Manager. You must also install the IBM Case Manager Mobile Configurator plug-in for IBM Content Navigator on your production system. This plug-in enables administrators to customize theming and branding; and customize app behavior without writing code. These features are discussed further in "Administrators." Document Prerequisites This document assumes the reader has a working knowledge of IBM Case Manager and its associated case management concepts. For more information, see IBM Case Manager V5.2.1 documentation. App Users A case worker who uses the app on a mobile device is considered an app user. Getting Started Installation Prerequisites To install and use IBM Case Manager Mobile you must have the following server components preinstalled: IBM Content Navigator V2.0.3 or later IBM Case Manager V5.2.1 or later You must be using one of the following devices:

4 An iphone or ipad with ios or later An Android smartphone with Android 4.4 or later Installing IBM Case Manager Mobile Configurator The IBM Case Manager Mobile Configurator is an IBM Content Navigator plug-in that you must install before using the IBM Case Manager Mobile app. This plug-in provides the following functions: Efficient web services to which the IBM Case Manager Mobile app can connect Configuration of behavior for the IBM Case Manager Mobile app Configuration of Mobile Device Management for the IBM Case Manager Mobile app To install IBM Case Manager Mobile Configurator: 1. Download the plug-in from Fix Central. 2. Install the plug-in from the IBM Content Navigator administration panel. Installing IBM Case Manager Mobile app Install the IBM Case Manager Mobile app from one of the following sources: 1. The itunes App Store or Google Play Store 2. The Apple Volume Purchase Program 3. An Enterprise App Store such as the MaaS360 Enterprise App Catalog App overview Logging in In order to login to IBM Case Manager Mobile, enter your IBM Content Navigator URL, username, and password. Alternatively, tap the "Use Demo" icon to automatically load a demo case. If you experience trouble logging into the application, contact your administrator or support team. Navigation The IBM Case Manager Mobile has two different forms of navigation Smartphone Tablet Smartphone

5 The Smartphone navigation allows you to navigate between solutions by swiping left or right. The "page control" dots at the top of the screen indicate the number of solutions and the index of the current solution. The initial view of the solution shows a photograph indicating landmarks that are geographically close to your location. The view also indicates the number of open tasks in your first role in-basket. You can then scroll to view: An outbox that shows tasks that you have updated and are pending upload (ios only) Personal in-baskets Role-based in-baskets A map showing nearby tasks Tablet The tablet navigation comprises a "split" view with a "master" navigation on the left and a "detail" view on the right. The "master" view allows navigation to the following screens: A dashboard showing the number of open tasks in your role in-baskets A map showing nearby tasks An outbox that shows the tasks that you have updated and are pending upload Personal in-baskets Role-based in-baskets Feature overview How-to guide The following section explains how you can use the IBM Case Manager Mobile to complete common tasks. Listing tasks in an in-basket Opening a personal or role in-basket shows the tasks belonging to that in-basket. To refresh the list, scroll to the top and then pull down the list. This action is known as "pull-down-to-refresh". Executing tasks You can use IBM Case Manager Mobile to perform the following tasks: Update task properties Execute task workflow responses Lock and unlock tasks

6 Move tasks to inbox Reassign tasks Download documents per case Upload, copy, and paste documents when offline Add cases when offline To execute one of these actions for a task: 1. Choose a task from any in-basket. 2. On the task screen, choose the action to perform. You can also perform a sideways swipe on the task in an in-basket to get a list of quick actions. Viewing case information on the case screen To view case information: 1. Navigate to a task. 2. Tap the "case" icon. From the case screen, you can view: Case tasks Case comments Case documents Case history Adding a new case To add a new case: 1. Navigate to the solutions screen. 2. Select the "Add Case" option. 3. Select the right "Case type" and complete form. 4. Tap the "Add Case" button at the bottom. (This feature is also available offline) Adding a case comment To add a comment to a case: 1. Navigate to the case screen. 2. Select the "Comments" option.

7 3. Tap the "Add" button and type your comment. 4. Tap the "Done" button. Subscribe to receive notifications To receive notifications for a particular case comment: 1. Navigate to the case screen. 2. Select the "Comments" option. 3. Tap the "Alert" icon. 4. Notifications will be received when the app is in the background. Uploading a photo or document to a case To upload photos or documents: 1. Navigate to case screen. 2. Select the "Documents" option. 3. Tap the "Add" button and then select the option to either "Take a Photo" or "Upload from Camera Roll". 4. Select document to be uploaded. 5. Edit or rename title of document to be uploaded. Viewing document properties To view document properties: 1. Navigate to case screen. 2. Select the "Documents" option. 3. Navigate to the document you would like to open. 4. Tap the "(i)" button in the top right of the screen. Creating discretionary tasks To create a discretionary task: 1. Navigate to the case screen. 2. Select the "Tasks" option. 3. Tap the "Add" button to create a new discretionary task.

8 Locating nearby tasks To locate tasks in geographic proximity, navigate to the 'Nearby tasks' option. For more information, see "Navigation." Tasks are plotted on the map by using the "lat" (Latitude) and "lon" (Longitude) properties of a case. You can set these properties by using the IBM Case Manager desktop client. To navigate to the task screen for a nearby task, tap the pin for that task. Working offline Offline working is not supported on Android devices in IBM Case Manager Mobile V On Apple devices, you can use IBM Case Manager Mobile when offline to execute or update tasks that you have previously downloaded. To work offline: 1. Navigate to a task. 2. Disable internet connectivity on your device (for example, by activating Airplane mode). 3. While offline it is possible to: Complete the task Update case properties and save changes Move to inbox Reassign a case to another user Add a new task Upload documents offline (for example, from camera roll or other mobile applications) Paste HTML from clipboard into a case Save tasks, cases or documents The app notifies you that your task will remain in your Outbox until you come back online Enable internet connectivity on your device. The app uploads your task from your Outbox. Opening the app with an external link You can use an external link from an or a Short Message Service (SMS) to open IBM Case Manager. The URL and the user name login fields are automatically filled in. The format of the link is icm://open?url=&username= The values of the url and username parameters must be URL encoded. For example, the following link opens IBM Case Manager mobile and fills the URL with and the username with caseuser1:

9 icm://open?url=http%3a%2f%2fecm1.fws.io%3a9080%2fnavigator&username=caseuser1 Administrators Administrators can change behavior in the IBM Case Manager Mobile app by using the IBM Case Manager Mobile Configurator, Case Manager Builder, or Process Designer. IBM Case Manager Mobile supports all of the functionality available in Case Manager Builder, except for JavaScript custom widgets. To access IBM Case Manager Mobile Configurator: 1. Navigate to the IBM Case Manager administrative panel on your desktop computer. 2. Navigate to the plugins section. 3. Click the IBM Case Manager Mobile plug-in. Mobile Property Layouts You can create custom property layouts for IBM Case Manager Mobile. To create a custom layout: 1. Create a property layout IBM Case Manager Builder 2. Name it according to the following convention. Tasks - <Step Name>Mobile, for example InvoiceApprovalMobile Adding cases - Add<Case Type Name>Mobile, for example AddNewAccountRequestMobile Searching for cases - Search<Case Type Name>Mobile, for example SearchNewAccountRequestMobile Case properties - Case<Case Type Name>Mobile, for example CaseNewAccountRequestMobile Currently, only single column layouts are supported. Mobile task responses In the IBM Case Manager Mobile Configurator you can specify which task responses are available. Navigate to the plugin page and specify in the Mobile Task Responses filed the list of supported responses in the format <Solution Prefix>_<Step Name>_<Response> for example CRE_InvoiceApproval_Approve, CRE_InvoiceApproval_Reject. Then click on Save. The items in the list are case and whitespace insensitive. For any tasks listed, only the responses you enter will be shown. If you do not list a task, all responses will be shown for that step. Changing branding/theming To change the branding and theming

10 1. Change the logo URL in order to specify a new in-app logo. 2. Change the main branding color of the app. 3. Click Save. To view these changes, log out of and log back in to any running instances of the app. Using the "demo" mode in the nearby tasks feature For demonstration purpose, you can configure IBM Case Manager Mobile to display nearby tasks at all times at random short distances from the current location. To enable the demo mode for this feature, choose "Enable Nearby Demo" in the IBM Case Manager Mobile Configurator. FAQs What can I do if I cannot log in to the app? If you cannot log in to IBM Case Manager Mobile, follow these steps: 1. Check internet connectivity on your device by using the browser to navigate to a well-known site (for example 2. Ensure that you can reach your IBM Case Manager server by using the browser on your device. 3. Ensure you have entered correct credentials. If you still cannot log in to the app, contact your system administrator. Can I change the title for the tasks in the tasks list? The title for the task is determined for each case type by the 'Case Title Property'. You can change what property to use as title in the Views section of the editing screen for the case type in Case Manager Builder. What decides which cases I can access? You can access a case if you are a member of a role to which a task for that case is assigned. The tasks that are assigned to a role are listed in the role-based in-basket. Tasks can be viewed in in-baskets. Cases can be navigated to from tasks. What happens if my device is a shared device? If your device is a shared device, log out of IBM Case Manager Mobile after you finish using the app. Troubleshooting For further support enquiries, contact your system administrator or IBM Global Support.

11 Links IBM Case Manager documentation: Notices This information was developed for products and services offered in the U.S.A. This material may be available from IBM in other languages. However, you may be required to own a copy of the product or product version in that language in order to access it. IBM may not offer the products, services, or features discussed in this document in other countries. Consult your local IBM representative for information on the products and services currently available in your area. Any reference to an IBM product, program, or service is not intended to state or imply that only that IBM product, program, or service may be used. Any functionally equivalent product, program, or service that does not infringe any IBM intellectual property right may be used instead. However, it is the user's responsibility to evaluate and verify the operation of any non-ibm product, program, or service. IBM may have patents or pending patent applications covering subject matter described in this document. The furnishing of this document does not grant you any license to these patents. You can send license inquiries, in writing, to: IBM Director of Licensing IBM Corporation North Castle Drive Armonk, NY U.S.A. For license inquiries regarding double-byte (DBCS) information, contact the IBM Intellectual Property Department in your country or send inquiries, in writing, to: Intellectual Property Licensing Legal and Intellectual Property Law IBM Japan Ltd , Nihonbashi- Hakozakicho, Chuo-ku Tokyo , Japan The following paragraph does not apply to the United Kingdom or any other country where such provisions are inconsistent with local law: INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states do not allow disclaimer of express or implied warranties in certain transactions, therefore, this statement may not apply to you. This information could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein; these changes will be incorporated in new editions of the publication. IBM may make improvements and/or changes in the product(s) and/or the program(s) described in this publication at any time without notice. Any references in this information to non-ibm Web sites are provided for convenience only and do not in any manner serve as an endorsement of those Web sites. The materials at those Web sites are not part of the materials for this IBM product and use of those Web sites is at your own risk. IBM may use or distribute any of the information you supply in any way it believes appropriate without incurring any obligation to you. Licensees of this program who wish to have information about it for the purpose of enabling: (i) the exchange of information between independently created programs and other programs (including this one) and (ii) the mutual use of the information which has been exchanged, should contact: IBM Corporation J46A/G4 555 Bailey Avenue San Jose, CA U.S.A.

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15 IBM Product Number: 5725-W63 Printed in USA SC